Manager II, Federal Support Engineering - Denver

Datadog; Denver (CO); On-site; USD 90,000 - 120,000; Full time

Job summary

Datadog is seeking a Manager 2 for its Federal Support Engineering team in Denver, Colorado. This role involves coaching support engineers and collaborating across teams to ensure excellent results for Public Sector customers in regulated environments.

The ideal candidate has a strong background in technical support management, with over 3 years of experience, and is passionate about mentorship and improving team performance. The position allows for hybrid work with a focus on work-life harmony.

Qualifications

• 3+ years of Management Experience in Technical Support, Solutions Engineering, or related customer-facing functions.
• Experience leading a team, including managing other managers.
• Ability to handle a rotating pager/oncall schedule for incidents.

Responsibilities

• Manage, develop, coach and mentor Federal Support Engineers and/or managers.
• Oversee team projects and initiatives to improve productivity.
• Collaborate on high-priority escalations and issue resolution.

Skills

Management Experience in Technical Support

Mentorship

Critical Thinking

Programming Experience

Linux Knowledge

Job description

We are Datadog's in-house product experts. The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers, who operate within some of the most highly regulated and security-constrained environments. As a Manager 2, you will be coaching and mentoring support engineers and collaborating across teams to achieve excellent customer and organizational results.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Manage, develop, coach and mentor Federal Support Engineers and/or people managers and their teams who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 1000+ integrations
• Act as the owner for your team’s accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports
• Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure
• Partner with Engineering, Product Managers, AE’s, and CSM’s teams to oversee the GovCloud Feature requests and Product quality.
• Work with Federal Support Director on hiring, onboarding, successful training, and retaining top talent
• Guide the team through technical-training, certificates, additional learning, and development needs
• Drive projects or initiatives to improve team productivity, process, or procedure
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary

Who You Are:

• 3+ years of Management Experience in Technical Support, Solutions Engineering, or a related technical customer-facing function
• Passionate about people management and mentorship with previous experience leading a team, including managing other managers
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• A tinkerer with some programming experience and a basic knowledge of Linux
• Able to handle a rotating pager/oncall schedule for incidents and business critical issues
• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)
• Able to work onsite in an office location at least 3 days a week

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.